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Flexible, customizable and high-performance, the solutions we’ve selected can be adapted to your needs to support your digitalization strategy.
Get up to speed on Zendesk and unlock its full potential with Synolia training. Whatever your industry, whether you are an administrator or a user, new to Zendesk or already using it, we offer tailored support to upskill your teams. “Discovery” training for new users, “advanced” sessions to dig deeper into best practices, or coaching for administrators to adapt the tool as your needs evolve: our goal is to make your teams self-sufficient and ensure lasting adoption of the solution.
Our experts work with you on-site or remotely, in sessions lasting from half a day to a full day, to make Zendesk a real driver of everyday performance.
Part 1: Agent interface (2 hours)
Logging in Navigating the Zendesk agent interface Standard objects (organization, user, ticket) Using views Main reply features (public reply, internal note, macro…) Using ticket statuses Advanced features (ticket merging, reading events…) Search (ticket, user, administrator)
Part 2: Admin interface (3 hours)
License management Managing agent profiles and permissions Group management Creating and optimizing views Creating and optimizing ticket forms Using fields: ticket / organization / user Creating and optimizing action-based rules to qualify and route requests = triggers (e.g., prioritization, acknowledgment of receipt, assignment) Creating and optimizing time-based rules to automate actions = automations (e.g., satisfaction survey, automatic follow-up, ticket reopening, reminder…) Business rules: schedules, SLAs
Part 3: Standard reporting with Explore (2 hours)
Accessing the Explore module Navigating the module and accessing dashboards Overview of the standard dashboards Overview of the main metrics Using filters
Agent interface (3.5 hours)
The workflow for handling an incoming request Logging in Navigating the Zendesk agent interface Standard objects (organization, user, ticket) Using views Main reply features (public reply, internal note, macro…) Using ticket statuses Advanced features (ticket merging, reading events…) Search (ticket, user, administrator) Customer experience vs. agent experience
First session (3.5 hours): Introduction to APIs
What is an API? Overview of requests Overview of data sending and retrieval formats Authentication methods Examples and tests (creating, retrieving, updating and deleting resources) Overview of limits Suggested tests on real-world, contextualized use cases
Second session (3.5 hours): Questions and answers
Discussion of the tests run by the technical team, to explain and adjust the requests made.
At Synolia, we make a point of understanding your needs and expectations so we can effectively help your administrators and users get started with Zendesk. That is why our training is delivered by the Zendesk project manager in charge of your project: they are best placed to guide you as you learn the tool. Certified by Zendesk, they offer training sessions tailored to your industry and your use cases.
A certified Zendesk “Premier Partner” since 2015, Synolia trains you with dual expertise: CRM and customer service strategy, and the Zendesk product itself. We have helped dozens of customer service teams get up to speed on Zendesk. Each training is tailored to your business challenges, your tools and your organization, for hands-on learning you can put to work right away.
The self-sufficiency that training provides is essential to the success of your customer service digitalization project. It helps your employees become more efficient and improves their experience, which directly shapes the experience they deliver to your customers.
Your administrators are trained to configure the Zendesk application on their own, and we give your users the keys to set up your customer service or internal support processes. After our training, you will be able to, for example:
Our team is here to support your administrators and users, and to make your Zendesk project a success!
The training does not lead to an official Zendesk certification; it is a non-certifying program. However, the trainer assesses skill acquisition throughout the session through real-world scenarios, hands-on exercises and a range of learning activities.
Synolia’s Zendesk training is designed for anyone who uses the solution day to day: administrators, customer relationship managers, customer service and support teams, and project managers. It suits new users as well as those who want to deepen their knowledge to get more out of the platform.
Synolia’s Zendesk training runs for half a day or a full day, depending on the trainees’ profiles. The length can be adjusted to the participants’ needs and level. A custom format is also available to address specific challenges or explore certain features in more depth.
Looking for a customer service specialist agency to audit your Zendesk platform? Turn to Synolia!
Looking for a Zendesk integration partner to implement your platform and connect it to your information system? Contact us!
